Production Support Specialist

The Production Support Specialist provides end-to-end support for product and service functionalities, ensuring system performance, issue resolution, and continuous improvement under the guidance of the Application Support Manager.

Key Responsibilities

• Provide production support for products and services, ensuring smooth functionality and timely issue resolution.

• Monitor performance metrics and analyze service functionality to identify and recommend areas for improvement.

• Collaborate with developers, L3 support, and internal/external clients to enhance product and service performance.

• Maintain technical configurations, credentials, documentation, and process guides for all supported systems.

• Investigate incident and problem tickets, determine root causes, and escalate critical issues when necessary.

• Create and update run guides, MOPs (Methods of Procedure), and training materials for new or enhanced features.

• Oversee code migrations, deployments, and patch implementations across environments to ensure synchronization.

• Participate in change and service transition activities, including review and assessment of change requests.

• Support implementation processes, including parameter changes, fixes, and maintenance efforts.

• Mentor junior support team members and assist the Application Support Manager in ticket monitoring and reporting.